customer aftercare OLD

help & support

Our dedicated support team is on hand to help with any queries regarding your new Anwyl home and to assist you in the event of an emergency. Many queries maybe answered via our frequently asked questions page.

taking care of you

At Anwyl Homes our aim is to provide you with excellent customer service. However, we are in hugely challenging times and although pandemic restrictions are hampering our ability to get workmen swiftly in to customer homes, we are working extremely hard to try to reduce any waiting times as much as we can and are very grateful for the patience shown. If you are not happy about any part of our service we want to know. If we fail to meet your expectations, please give us the opportunity to work together and put things right as quickly as we can. Whatever your concern, let’s work it out.

Here’s all the necessary information should you need to contact a member of our dedicated team who will help you with your query as quickly as possible.

customer service team

You can provide full details of your customer care query by using our online form below. Please ensure to provide as many details as possible, including your development name and plot number if applicable, as well as any supporting documents that will assist us in dealing with your query as quickly as possible.

Alternatively, you can speak to us by calling 03300 244 955. Our opening hours are Monday – Thursday from 8:30am to 5:15pm and Friday 8:30am to 4pm.

Please note: We respectfully advise that any aggressive behaviour, threats or verbal abuse to members of staff either in person, over the telephone or in writing, will not be tolerated under any circumstances.

warranties

Buying a home is one of the biggest purchase decisions you will ever make. So, when you buy with Anwyl, your new home comes with a 10-year NHBC buildmark policy which includes deposit protection from exchange of contracts; a 2-year builder warranty directly with Anwyl which is backed by the NHBCs Resolution Service, and then 8 years of structural defects insurance cover.

Your 2 year builder warranty does not, however, cover each individual appliance within your home. When you first move in to your home, you should ensure that you register all appliances with the specified manufacturer, to ensure their warranty is activated if any problems do occur. With the majority of these, the warranty will be in place for 2 years but be sure to check to stop any unnecessary problems occurring.

who are the NHBC?

The National House Building Council, commonly referred to as the NHBC, are the UK’s leading provider of warranty and insurance for new homes. They work with the house-building industry to improve the construction quality of new homes and to provide insurance protection for the homeowners that live in them. This gives you added reassurance when you buy your new home. Click here for more information.

The Buildmark policy provides protection for particular types of problems with your property, including but not limited to foundations and structure. For full details of the protection provided on your property, please refer to your policy schedule and Buildmark booklet. You will receive these from your conveyancer.

emergency contacts

In an emergency it is important to know what to do. Make sure that you know where the various valves and switches are situated so that you can turn off the water or electricity in the event of an emergency. Before calling make sure you have your full postal address to hand.

what is an emergency?

Please check that your emergency falls into one of these categories;

• A gas leak
• Complete failure of your hot water or heating system*
• A persistent water leak that cannot be contained*
• Complete failure of your electrics (if this is a power cut, please call your electricity provider) *
• Flooding caused by blocked drains that threatens to enter your home*

*Please note Anwyl Homes will only deal with emergency issues within the initial 2-year Anwyl Homes warranty time period.

If you suspect a gas leak, act quickly. Please call the emergency services line on 0800 111 999.

In the event of an electrical emergency or power outage please call 105 from your mobile or landline and the telephone service will automatically direct you to the network distributor’s emergency number for your area.

For all other emergencies please call the Anwyl team 03300 244 955.

During office hours this will be answered by a member of the in-house team and out of hours please remain on the line, press 9 and you will be transferred to a member of staff who will be able to assist you.

Please note our out-of-hours team will not be able to help with non-emergencies.